Complaints procedure

Make a complaint about the Skills Funding Agency (SFA)

You can complain about:

We can’t investigate complaints:

  • from the SFA’s staff where the SFA’s grievance procedure would be appropriate
  • that are contractual disputes
  • which are being, or have been, considered by a court or similar body
  • that have not exhausted other available appeals procedures first

Make a complaint about providers of education and training

The below documents provide information on how the SFA deals with complaints about providers of education and skills training, and allegations of fraud or financial irregularity:

How to complain

Send your complaint in writing, by email or post to our complaints team and our Complaints Adjudicator will deal with it.

Email: complaintsteam@sfa.bis.gov.uk

Complaints Adjudicator
Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry
CV1 2WT

What happens next

We will confirm we have received your complaint within 5 working days and let you know who will deal with your complaint.

If the complaint is one which can be investigated, a summary of the complaint will be sent to you within 10 working days.

Once a summary of complaint is agreed, an investigation will begin. You should receive the outcome of the investigation within 25 working days of agreeing a summary of your complaint with you.

If you’re not happy with the result of the investigation, you can complain to the Parliamentary Ombudsman through your local MP.

Full complaints policy and procedure

For further detail you can read the procedure for dealing with complaints about the SFA (PDF, 149KB, 6 pages) .